Skip to main content

Due to the Russian invasion of Ukraine, we have paused all purchases and training in and from Russia.

PSPO customer satisfaction frequency?

Last post 06:53 pm February 20, 2022 by Scott Anthony Keatinge
12 replies
04:42 pm July 18, 2014

I cant remember the actual wording but was something like this.

What is the actual time frequency for customer satisfaction survey?

Quarterly
Annually
At the end of the sprint
Weekly
Daily

.
To frequent could produce the wrong data as its too frequent, data will be difficult to manage
End of the Sprint customer may not have had time to evaluate everything, data wouldn't be good.
Weekly and daily could be an overhead, especially daily, again too much data.
Annually could be too long and may vote on the day good or bad, but some companies do it annually.
Quarterly would sound about right, as its like this in most good companies, good gauge time.
Doesn't mean to say its the right answer in scrum.

Does anyone know where this "actual" time value is laid down in scrum that is definite?


05:00 pm July 18, 2014

That's an interesting question. I would also be interested to learn the Scrum answer. From a Lean Startup perspective one would correlate the gathering of actionable metrics with a particular release, so the associated lessons can be validated. If we assume that it is indeed actionable metrics that are gathered in the survey, and that each increment is in fact released, that may imply a frequency of once per sprint.

It's always best to evaluate the current release so inspection and adaptation occurs as quickly as possible and with minimal waste. If, as you say, the customer has not had time to do so, then you would evaluate the most recent release that can provide useful actionable data. The fact that it is not the current increment is, I think, quite immaterial to the issue of frequency. What matters is that it is being done as early as is practicable, and on cadence.


12:34 pm July 23, 2014

Ian,

I located this on scrumsense, so fits in with what we both think, so again nothing concrete.
Mentions recommended after every release, but then goes on to say this would be too annoying and opts for
six weeks to 3 months, so kind of contradicts whats actually the right frequency with an overriding statement.
As to which one is correct its anyones guess, its written, but clear as mud. :-(

Customer Satisfaction Survey [value]
A customer satisfaction survey contains a number of questions aimed at assessing the
customers’ view of the team and the work the team is delivering. While the questions are
mostly qualitative and individual answers subjective, surveys taken regularly and across a
variety of participants will yield useful trends.

It is desirable to conduct such surveys before or at the start of the Agile implementation to
establish a baseline against which to assess progress.
Recommended frequency is with or after each release of the product. If releases are infrequent
then perhaps each sprint, but too often will become annoying for the participants. Around
every 6 weeks to 3 months feels about right


02:21 pm July 23, 2014

Where does your question on Customer Satisfaction Surveys come from? Is it an actual PSPO question from a scrum.org exam or other official scrum.org resource?


02:46 pm July 23, 2014

Ian,

PSPO I exam, its a tricky one for sure, i noted it down as it was an odd one.
Couldn't find much on it, its taken me a few days to stumble across that article I posted.
As to if the
Recommended frequency is with or after each release of the product.
or
If releases are infrequent then perhaps each sprint, but too often will become annoying for the participants.
or
Around every 6 weeks to 3 months feels about right

is the correct answer, the jury is still out, that's three options in the one article.

Michael


10:05 am August 11, 2020

I think "frequently" would be a good answer. And btw, it's not normal to have questions like these which can be interpreted on many way, then it costs the everybody's nerves, money and time...


07:14 am August 12, 2020

As the original post is 6 years ago, I'm curious what you've learned in the meanwhile Ian. From my personal perspective/experience, this too is empiricism in the works. See what works best to be able to maximize the value of the product. Annoying customers with questions does not work that well for maximizing the value, so there should be a balance again. But, as we all know, there are no best practices in complex environments. Take the discussion to the stakeholders, I guess.


05:39 pm August 12, 2020

Reading this again after 6 years, I would be more inclined to challenge the question, and the idea of establishing a particular frequency for surveys, and perhaps their value as a leading indicator. The best empirical measure is to assess what customers actually do, which is something that indeed ought to articulate to each incremental release of functionality.


03:38 am August 13, 2020

I like the Microsoft approach. They have "feedback" buttons all over Office365. I use that to submit my feedback often. I don't expect that anybody is reading, but I once had an engineer e-mail me directly. I was very surprised!


08:00 am August 16, 2020

I agree with Mark, ideally, feedback/survey feature should be built into the product itself.

My own experience with custom, periodic user surveys isn't that great. I feel customers respond only when they have an issue with the product otherwise they tend to ignore survey notifications. We recently did a user survey for Teamcity application and to our surprise, only 5% of the users registered their vote.


02:38 pm December 21, 2020

As there are so many ways to measure customer satisfaction, frequent measuring of the feedback is common these days.  These days feedback mechanism is built into the software as mentioned by Mark.


07:09 pm February 16, 2022

Yes, its a certification question and the guide doesn't talk anything on these. A frequent or Quarterly, one of these two are ideal, but again it all depends on Product to Product.

 

Scrum.org....lets start with 'Why', 'Why did you include such an abstract question in the test?


06:53 pm February 20, 2022

The exams aren't just based upon the guide, that is why Scrum.org provide learning paths and/or other material for each of their exams.